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IT Operations Manager

Herschend Family Entertainment -
Peachtree Corners, GA

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Job Details

4 days ago

Qualifications

Asset management
Knowledge management
Customer communication
Systems integration
On-site technical support
Content creation for technical audiences
Bachelor's degree in information technology
Computer Science
IT user and group management
Standard Operating Procedures (SOPs) implementation
Operations coordination
Software implementation
Configuration management
Mid-level
Inventory management software
User training (technical support)
System maintenance
Bachelor's degree
Computer hardware
Customer support ticket management
Managing IT infrastructure
Organizational skills
SharePoint
Customer service knowledge base
Hardware management
Managing projects
System deployment
Online help documentation
Cross-functional collaboration
POS systems

Full Job Description

Herschend is the world’s largest family-held themed attractions company, with a portfolio of over 40 family entertainment brands across North America, including destinations, resorts, theme parks, water parks, immersive experiences, and content enjoyed by audiences worldwide.

While each of our family brands offers something unique, all are united by a shared purpose: Bringing Families Closer Together by Creating Memories Worth Repeating®. Our 22,000 passionate hosts make this purpose possible through everyday acts of love and service—what we call Heartspitality®—the intersection of heart and hospitality.

As an equal-opportunity employer, we strive to provide environments where every host, guest, and partner feels welcome, valued, and loved. We firmly believe that words and actions matter, which is why all individuals are to be treated equally and with respect. For more information, visit www.Herschend.com (http://www.herschend.com/).

About the Role

The primary function of the IT Operations Manager is to assist the Director of IT Operations with technology rollouts and integrations from the Property Support Center (PSC). The position will also assist property-level IT teams with local initiatives. Typical systems the position will help manage and improve are Microsoft 365, asset inventory systems, point-of-sale systems, and helpdesk management, among others. The IT Operations Manager will also play a pivotal role when new projects are being delivered to properties throughout the enterprise, including travel, setup, training, and product improvement. Additionally, the position will play a pivotal part in creating SOPs for both end users and IT teams throughout the enterprise.

ESSENTIAL DUTIES & RESPONSIBILITIES

Help configure systems to meet enterprise needs, includng integrating new features and standards
Create knowledge base articles and SOP’s for both end users and IT members on IT Operations systems
Ensure technology standards and best practices are met through the enterprise
Assists IT Property managers with local technology initiatives as needed
Provide technical support for enterprise on IT Operations systems including problem resolution and enhancement requests
Manage Microsoft365 environment including Intune, SharePoint, Entra and user administration
Manage Halo ITSM system including new team onboarding, feature enhancement and reports
Manage IT Asset inventory system Lansweeper to ensure accurate inventory and reporting
Collaborate with different departments including information security, infrastructure, application development and others to achieve system optimization
Assist with projects throughout enterprise including coordination, hardware deployment and training of local IT teams
Builds rapport with hosts & contractors; records, tracks, and documents help desk request problem-solving process in HaloITSM, including all successful and unsuccessful decisions made and actions taken through to final resolution.

EXPERIENCE & EDUCATION

Bachelor's degree in Information Technology, Computer Science, or a related field, or an equivalent combination of education and relevant work experience.
Experience administering a Microsoft 365 environment.
Background in system administration, configuration, and deployment.
Experience coordinating and executing technology projects and deployments.
Experience providing onsite and remote technical support in corporate environments.
Previous work in a Help Desk, customer service, or other fast-paced service-oriented environment.
Experience managing technology systems across multiple locations.
Experience with HaloITSM is preferred.
Experience with BeyondTrust is preferred.
Ability to travel approximately 5–10% annually.

SKILLS & QUALIFICATIONS

Working knowledge of Microsoft 365 administration and support.
Ability to create and maintain knowledge base articles, standard operating procedures (SOPs), and technical documentation.
Strong troubleshooting and problem-solving skills.
Excellent customer service and communication skills, with the ability to support both technical and non-technical users.
Strong organizational skills with the ability to manage multiple priorities and projects simultaneously.
Ability to work independently while collaborating effectively with cross-functional teams.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.

Apply Now

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